Sign in

U-Haul International, Inc.

Sharing is caring! Have something to share about U-Haul International, Inc.? Use RevDex to write a review
Reviews U-Haul International, Inc.

U-Haul International, Inc. Reviews (6748)

Review: I rented a 10' U Haul one way truck on 2/15/14 at U-Haul Moving & Storage of Oshkosh to be driven to North Olmsted, Ohio. When I picked up the truck I was given paperwork and instructed that my fuel level needed to be filled to the same level as when the truck was given to me which was documented on my paper work. While driving, we made it just past downtown Chicago when my oil pressure light came on. I contacted U Haul roadside assistance and was told that she ran the computer in my vehicle and that there is no oil in my truck. I was then told that she would send someone out to as the vehicle and that she would call me back within 30 minutes with more details. 30 minutes later I received a phone call saying that I had two options, option 1 is to go buy oil myself and I would be reimbursed, option 2 is to drive to the nearest U Haul location to be serviced. We chose option two and drove the 4 miles to the nearest U Haul location which was Southside Auto Spa LLC. Once there, 5 quarts of oil were put into the truck an we were told to continue on our way. Since then, I have filed a customer service complaint and I have been given different information from each representative I have spoken with. I believe that U Haul needs to be held accountable for not checking the oil in my truck before putting me on a 500 mile trip. My safety as well as the safety of others was put at risk. This is taken directly from the U Haul Corporate Website "Our equipment inspection and verification program ensures clean, well maintained equipment for every customer every time."Desired Settlement: I have requested a full refund from U Haul as I feel that there was a breach of contract when I was put into a vehicle that did not meet the equipment safety requirements. I would also like U Haul to take another look into their equipment inspection and verification program to ensure that future customers are not put into an unsafe vehicle.

Business

Response:

February 26, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted].

[redacted], our GM of our U-Haul Moving and Storage of Oshkosh, followed up on the information Ms. [redacted] provided. He informed our office a refund for the tolls in the amount of $33.60 was issued back to Ms. [redacted]’s Visa account on February 17th along with a refund for $170 issued back to the same credit card as an adjustment on her rental on February 24th. Both refunds should post on her next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have sent U Haul and complaint about this is and nothing Im not happy of the result. I feel this happen on their part but the company saying other wise and they are all wrong. This is what I sent to them on 12/18/12: You had a customer ([redacted]) that came in your [redacted] Location on 11/22/12 to rent a Car Trailer. I'm very upset that nothing has been done to my damage truck and no one from your U-Haul company have called me to say how my truck going to get fix I have a huge dent and scratch marks all on the back of my pick-up truck. When [redacted] & I came to return car trailer I told one of your employee what had happen to my truck when people was taking car off trail that the hitch ball mounts left up and damage my truck. Your employee came out to look at my damage truck and that was it didn't said Sir we will take care of that damage or nothing. Its going on a month and I still have not heard nothing yet whose going to fix my damage pick-up truck. Someone need to let me know something because I'm very unhappy and whom every came out to check to make sure that the car trailer was secure on my truck before [redacted] & I left your location they don't know what they were doing because if they did I will not be driving around with a damage pick-up truck with a big dent and scratch marks on my truck. My pick-up truck needs to be fixing ASAP and I need to know something ASAP. This is poor customer service from U-Haul and I'm very very unhappy. After U Haul has reviewed my email I receive a letter in mail from [redacted] asking for these items in order to process my claim quickly: Two (2) Estimates of damages clearly itemizing repairs and costs.Copy of vehicle registrationColor photographs which clearly depict & confirm my damages.After getting the two estimates and pictures of my damage truck I mailed all requested items above ASAP back to [redacted]. Im waiting and waiting for a reply back and didnt get any responds from [redacted]. Well come to find out she had called and told [redacted](the customer that rent Car Trailer from U Haul) and told him U Haul had decline my claim and that [redacted] was responsible for getting my truck fix. I dont see how he can be responsible for it when he dont work for U Haul nor was he the person to attach the Car Trailer on my truck. So I called [redacted] myself to find out whats going on why I have not hear from her and she said my claim was decline because someone had mess with Car Trailer after it been attached on my truck and I told her Nor I (Mr. [redacted]) or anyone else I had mess with Car Trailer after leaving U Haul. So my claim was relook at and still after her reviewing the two estimates fromo Hollingsworth Auto Service, INC.oWards Auto Painting & Body Works/Skidawand photographs that clearly depicts and confirms my damages of my Truck I was still decline of getting my truck fix. So as of August 17, 2013, Im still riding around with a huge scratch on my new truck and I feel like U Haul is very much responsible for my damage Truck not [redacted] (the customer). I have not heard nothing else from U Haul concerning about my Truck since early this year 2013.Desired Settlement: I would like to have my truck fix ASAP at my choice of place. Thanks!

Business

Response:

August 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

We contacted RepWest Insurance Company regarding Mr. [redacted]’s claim he filed, and they provided the attached response.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not satisfied with this resolution at

all. How can they say things was not check when they didnt even send another staff out to check connection before leaving like I was told they where going to do. I waiting for someone to come back out to check the connection and noone never did. So It is U-HAUL responsible to fix the damage that their equimpent has made to my truck. I have a damage truck due to your equipment that somehow was not put on my

truck correctly. So clearly the trailer was not properly connected to my truck.

Because it didn’t disconnected at time of loading does not mean it was on their

correctly. Things don’t happen all the time as soon it is connected so you can’t

rely on that saying your coupler was on their correctly before leaving U-HAUL

and furthermore no one from your staff came out to check my truck like was told

so how do you even know it was on there correctly? The damage occurs when

unloading the vehicle off the trailer and that’s when the coupler disconnected

and damages my truck. Yes the connection was check before unloading by the

company that unloaded the vehicle because that’s there producers. So U-HAUL is responsible for getting my damage

truck fix. And My truck needs to get fix ASAP. I would really appreciate U-HAUL

to own up to their mistake and fix my damage truck.

Review: One-way rental truck broke down twice during move from Georgia to Ohio. Resulted in additional 8.5 hours on trip. Instead of replacing truck after first break-down, I was sent off in same truck. Last 95 miles of trip had to be towed. Was on side of highway in [redacted] waiting for a tow truck approximately 3 hours in pitch black, dangerous conditions. U-Haul refuses to refund truck rental. Emergency roadside assistance number misled and lied to me all day regarding estimated times and resolution.Desired Settlement: Full refund of truck rental.

Business

Response:

July 30, 2012

Thank you for your concern for our customer Mr. [redacted].

Ms. [redacted], our Executive Assistant for the U-Haul Company of Central Georgia, followed up on the information Mr. [redacted] provided. Please be advised that as with anything mechanical, when a problem arises, it will be when in use. We also need to consider that Mr. [redacted] did complete his move, which consisted of over 500 miles with the U-Haul truck. Ms. [redacted] informed our office she spoke to Mr. [redacted] and addressed his concerns. By acknowledging the inconvenience Mr. [redacted] experienced, she offered a refund for $300.00 as an adjustment on his rental, which is more than 50% of the base truck rental fee. Although Mr. [redacted] declined our resolution, in an effort to show customer good faith, Ms. [redacted] issued the $300.00 back to his Visa account. The credit should post on his next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

I reserved a 14' truck for Clarion, PA. They gave me a larger truck 28 miles further away. This would have added over 60 miles to my rental. It would have taken me an extra two hours to move (1 hour to pick-up and 1 hour to drop-off due to distance). The cost to rent a larger truck is greater and the insurance fee is greater. The extra miles would have cost me an extra $47.40 plus tax. The extra time would have made me unable to move in a single day. The extra day charge would have cost me over $50. The extra rental fee for a larger truck was over $15. Their switch would have yielded them over $100 extra from me. I believe this is a scam because the right size truck is sitting in the lot of the location I had chosen. I phoned the customer service department to ask a switch to my original location. After holding for 25 minutes, the agent was curt and rude. She was argumentative. I asked her nicely to watch her tone, and to quit arguing with me. I was looking for a solution. Instead customer service wanted to prove her point and do nothing to maintain a customer relationship. I chose to cancel my reservation rather than pad the pockets of U-Haul when they clearly care nothing for me as a customer

Review: I reserved the truck with the uHaul on 07/11/14 for pick up date of 07/24/14 and location selected was [redacted]. The order number is [redacted]. On 07/22/14 I received a call from [redacted] (Reservation Manager) based out of [redacted] and he said my location has been changed from [redacted] to [redacted]. When I questioned him about the change he said the truck is never guaranteed and location is never guaranteed either! I told him I am OK with the location change but I should be conpensated for the extra miles and extra gas that I would have to fill in and gas for my personal car to drive to and back from [redacted]. the address provided to me of the pick up location is 56 miles away in a round trip from my house. I would have to pay that extra gas in my car as well as in the truck. And, on top of that, [redacted] gave me only 30 miles extra to compensate for the miles. which means I am still 26 miles short on the change that uHaul Inc made. When I called customer cr they moved me from state to state regional office phone line then giving me the number [redacted]. When I called the line I spoke with Trasha I believe I couldn't understand her name and she put on hold when I question the change and didn't come back on the call. I called back and she said we wont compensate you for gas at all! you will get only extra 26 miles for the extra travel. I believe that this is an unethical business practice by uHaul. Other truck companies don't let you book the truck if they dont have a truck available. uHaul let me book the truck when they did not have in stock and later on changed the location. They made me spend more money on gas on both my personal car and the truck to wrongfully make sure that I go above allotted miles so that they can make extra money. I want Revdex.com to look into uHaul's misleading business practice.Desired Settlement: I want to be compensated for the extra gas and extra troubles I would have to go thru to get the truck. I want uHaul to give me partial refund or discount on my order.

Business

Response:

July 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

Vernon Rosemin, our Executive Assistant for our Northern Virginia regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology for the inconvenience he experienced with the reservation. He also advised Mr. [redacted] that he discounted his rate by $50.00.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I had originally booked a truck for may 31- to June 1st. When I got to the location the lady at the counter who was extremely rude told me the lady who booked it never said it was for 2 days and I would only get to keep it until 1 pm that day. I asked to speak with a manager and said no one was available. She then said the only truck I would be able to keep for 2 days would be a massive 26' truck. Which was fine I took it because I need to move my stuff. When I got to the gas station by my house the truck battery died and we waited for oven an hour for your road side assistance to come out to give us a boost. Luckily some random person boosted us and we made it to my house. I am now currently waiting for roadside assistance to fix the battery. they came and said the battery is fryed. -I had to boost the truck in the morning and it killed my van battery that I had to go and replace. I called to speak with a manager and the lady hung up on me. This is not how u treat customers at all!!!! So not only am I paying for a truck that wont even work but I am now paying extra for a truck that I didn't even book. I spoke with someone in customer service finally after getting hung up on and he said he will put a complaint in and I asked if I would be compensated for any of this and he said the best he can do for me is before I check it in tomorrow is speak with a manager, but I don't get it because when I went today and asked for one the girl said there wasn't one there. When I droped the truck off the manager told me to just leave the keys and go and she will figure this out. she didn't seem to interested or to really care. I still havnt heard anything regarding this.Desired Settlement: DesiredSettlementID: Refund

I want my money back!!!! complete rip off

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual rental agreement.

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she called the first telephone number listed on the file, which turned out to be a wrong number. She then called the second number and a gentleman answered and passed the phone to a woman. Ms. [redacted] asked for [redacted]. The woman said she had just called her husband’s phone and told she had the wrong number and hung up. Ms. [redacted] closed out the contract because it was on hold and she issued a refund for $50 as an adjustment. Ms. [redacted] called back and advised us [redacted] was her driver. Ms. [redacted] confirmed she received an email indicating a $50 refund had been issued. Ms. [redacted] also advised Ms. [redacted] she would issue her a $30 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I made an Online Reservation on 1-18-2015 for Saturday 1-24-2015 at 9 am. Uhaul guarantees the equipment size, location and pickup time on their online Checkout page. If not, they guarantee $50 compensation. My reservation was for 1-24-2015 at 9am, reservation # [redacted] location. I received a call at 9:25 am on Saturday 1-24-2015 from [redacted] while I was attempting to pickup my truck at that location.They did NOT have my truck at that location. I had to go to another location for my truck and that location did not open until 10am. I had scheduled professional movers to help me that day. They were contracted to start at 10am. Due to Uhaul's NOT providing me with my reservation at the proper location and time, I had to pay the movers an additional hour of work at $71.50 per hour because I could NOT get the truck that I had reserved, nor get back to my apartment to start moving at 10 am. I have completed a Uhaul Notice of Dispute and sent it to them by certified mail to: U-Haul International, INC. [redacted].Desired Settlement: I want Uhaul to pay me the $50 compensation Guarantee that they have on their Online Checkout page PLUS the additional $71.50 that I had to pay the professional movers due to Uhaul's NOT providing me with the previously reserved equipment, LOCATION and PICKUP time!

Business

Response:

February 2, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Traffic Manager for our [redacted], followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and advised him of a refund for the $50 Reservation Guarantee Fee in addition to a $75 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Reserved on line a truck rental at [redacted] recieved a order/reservation confirmation number of #[redacted]. Recieved a phone call this morning (supposed to pick up the truck TOMORROW 6/28/13) informing me that they have no trucks available for the rental. So now I have all my stuff ready to move and NO TRUCK! they offered me a truck which is 20 miles away in which I would have for less than 24 hours AND I would be resposible for the milage. I reserved a truck that is less than 2 minutes from my property that we are moving from I reserved for 3 days and all they can give me is a $50 credit in which I wouldn't end up usuing because I don't see myself moving in the near future. How can they get away with this???

Business

Response:

July 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted]

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted]provided. She informed our office she attempted to speak to Ms. [redacted] or about July 1st but reached her voice mail. She left a message with her contact information. Ms. [redacted] explained that Ms. [redacted]made a reservation 2 days ahead of time for a 3 day in-town rental. She was offered different options with available equipment but declined them. Ms. [redacted] issued Ms. [redacted]a check for the $50 Reservation Guarantee fee, which should be received within the next 10 business days if not already. No further refund will be issued.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: On 10/5/12, uhaul denied me rental service. in 2011 uhaul comprised my driver liscense number by renting and will not admit the fault is their own because they do not make copies of driver liscense, they key them in so there is human error. when I went to rent a truck this past weekend I could not because my liscense was attached to a man who did not pay his rental. I was then advised to contact collections. On 10/8/12 when I spoke to the manager [redacted] he researched and called me back to advise that I have to file a police report because of identity theft but when I advised that uhaul made the mistake of identify theft the only thing he could advise what that was all he was told he could do. I have been made a victim of uhaul by someone miskeying information and they do not want to take any type of ownership.Desired Settlement: I want this issue resolved and if it happen to me, it can or has happened to other people.

Business

Response:

October 24, 2012

Thank you for your

concern for our customer Mrs. [redacted].

A Senior Customer Service

Agent followed up on the information Mrs. [redacted] provided. Our records

indicate that the only [redacted] we had on our E-Alert system has

since been deleted.

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

Executive

Assistant

U-Haul

International

Review: Per Revdex.com Complaint ID [redacted], Uhaul was to refund my credit card the amount of $45.00 on December 10, 2012 - they have failed to do so. The message received via the Revdex.com complaint is below

MESSAGE FROM BUSINESS:

December 10, 2012

Thank you for your concern for our customer Mr. [redacted].

Ms. [redacted], our GM of our U-Haul Center, followed up on the information Mr. [redacted] provided. She explained that they have had a few instances with theft of fuel after closing, therefore, in the interest of customer good faith, a refund for the balance of fuel has been issued back to Mr. [redacted] in the amount of $45.00 as requested.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul InternationalDesired Settlement: I wish to have the $45.00 credited back to my credit card, as Uhaul said they would in the December 10th email.

Business

Response:

January 3, 2013

Thank you for your concern for our customer Mr. [redacted].

Our Regional Office for the U-Haul Company of San Diego followed up on the information Mr. [redacted] provided. They issued Mr. [redacted] a refund for $45 and emailed him a copy of the refund receipt. A message was also left for Mr. [redacted] advising him of the refund.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On July 24, 2012 we used this U-Haul to attach a tow-hitch to our Ford Edge. We were moving my wife's mother into a retirement facility due to dementia, and recent suicide of her husband. We needed extra room to move her things, as well and relocate items of my wife's father we inherited during the move to Medford. When I went to the car I looked underneath to look at the hitch. At this time the mechanic quickly told me that, "Oh yeah, your muffler is bent," and that he didn't notice it during installation. This was hard to believe considering since the tow-hitch rested against the muffler. Also, he had to replace my turn signal due to electrically shorting. The turn signal had been melted. Because of my PTSD and traumatic brain injury I wasn't able to process the situation fully at that time with out losing my temper. When we returned to Medford, I showed the muffler to U-Haul. The first place agreed that the installer had to have done the damage, and we should show it to head mechanic at the main office on Hwy 99. The head mechanic and his assistant agreed that the installer messed up, stating ,"he screwed you bad." They pointed out the bolts were not stripped, meaning that WE did not hit anything, and that the installer forgot to put the muffler back up before backing off of the rack. They told me to call the president of U-Haul, and to make sure he realized the work was Salem's, not Medford U-Haul, due to the "sloppy mess he'd (installer in Salem), made. We have sent the information to their insurance company who states, "no evidence of negligence on the part of U-Haul or it's employees..." The mechanic at the Ford dealership agreed the damage was done by U-Haul, and that there was more damage to the wiring being wrapped around moving parts and hot plates, and that the grounding wire was on a hot plate. Protective plastic around wiring has nearly melted to the core. Ford stated if melted through the motherboard could short out, causing many thousands of dollars in damage.Desired Settlement: We would like U-Haul to reimburse the $291.25 we payed for the installation of the tow-hitch, PLUS the cost of fixing the muffler and wiring damaged by the installer, which at estimate is around $1000. So far, their insurance company and representative, [redacted] at Repwest ([redacted]) denies us they have any responsibility in this. We have never had muffler repair, or electrical maintainence on our car. We cannot drive it until it is repaired.

Business

Response:

October 24, 2012

Thank you for your

concern for our customers Mr. and Mrs. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Southern OR, followed

up on the information Mr. [redacted] provided. She informed our office a

settlement has been reached by RepWest Insurance Company and they

will be in contact with Mr. [redacted] soon if not already.

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

Executive

Assistant

U-Haul

International

Review: The company automatically withdraws my monthly payment. For December they withdrew 12 times instead of 3. They overdrew by 830 dollars. My account is now in the negative and every time they call they say it will be refunded in 24-48 hours. Unfortunately, that was 5 days ago. I have no money for food or gas to get to work. I forgot how good ketchup on crackers tasted, so I guess I should be thanking them for that. Also, I am currently catching overdraft fees on my account because of this. They have lied to me, saying that they issued the refund but my bank is not releasing the fees. I feel, overall, mislead and mistreated.Desired Settlement: I would like the overdraw refund, and a refund for overdraft fees. Also, if this is not refunded within 24 hours, I would like compensation for missed work as I no longer have a means to get to work.

Business

Response:

January 6, 2015Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office that appropriate refunds were issued back to [redacted] credit card and they are currently waiting to hear back from [redacted] to confirm NSF fees.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]

Executive AssistantU-Haul International

Review: Rented a Uhaul trailer on 11/26/13 from Uhaul in the Memphis district. Once loaded and on the road, the tires began to deflate and caused the trailer to sway and drive terribly. I contacted the Uhaul customer service line several times and road side assistance. I was informed that I could put air in the tires and then get with the Uhaul location that I was turning the trailer in to regarding the issues and a refund on the unit. I also stopped at [redacted] and one of the technicians spoke to the Uhaul roadside personnel about the problems. When I arrived at [redacted] to turn the trailer in, I was informed that I needed to speak with the Memphis District office. I also requested that [redacted]) call me regarding my issues. I never received the call. On Monday, 12/6, I contacted Uhaul again with no response. I called 19 times on 12/6 in regards to this matter. I finally reached the Memphis office and requested a call from [redacted] called and was very rude and refused the refund. [redacted] never returned my call until today. She states she never received a message. Her receptionist emailed her while she was in Nashville regarding my concerns. On today she refused the refund as promised by Uhaul Customer Service. I then requested a call from her supervisor and she stated that she was the President of the company and that there was no one higher than her. The company has leased defective equipment and failed to honor the customer service guarantee and provide poor communication in resolving this matter.Desired Settlement: Refund in the amount of 85.69 for defective trailer and failed support of the equipment and committed resolution.

Business

Response:

December 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref# [redacted]

Thank you for your concern for our customer Dr. [redacted].

[redacted], our President for our Memphis regional office, followed up on the information Dr. [redacted] provided. She informed our office she spoke with the receiving location and they assured her they found nothing wrong with the trailer Dr. [redacted] rented. The trailer had been recently rented on a local rental with no incidents reported. In the interest of customer good faith, a refund for $18.75, which is 25% of the base trailer fee, was issued back to Dr. [redacted]’s [redacted] account. The refund should post on her next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

December 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref# [redacted]

Thank you for your concern for our customer Dr. [redacted].

[redacted], our President for our Memphis regional office, followed up on the information Dr. [redacted] provided. She informed our office she spoke with the receiving location and they assured her they found nothing wrong with the trailer Dr. [redacted] rented. The trailer had been recently rented on a local rental with no incidents reported. In the interest of customer good faith, a refund for $18.75, which is 25% of the base trailer fee, was issued back to Dr. [redacted]’s [redacted] account. The refund should post on her next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: Did NOT disclose fact that they charge additional monies for 24 hour access.

I rented a storage unit from this facility and reserved it on line. Their web sites says 24 hour access BUT does NOT state any conditions. Upon arriving on site they first required that I purchase a special flat lock from them at a cost of approximately $15 or they would leave one of their locks on the unit in addition to mine. I explained that I had my own lock of the type that they REQUIRE but not with me at the moment. They then left their lock on my unit which required us to stop at the office and obtain their key to open the unit. This had the effect of limiting access to the hours that they are physically present. They did remove their lock when I put on the type of lock that they REQUIRE. There is nothing on their web site that they require a specific type of lock. Then a week later when my son went to get into the unit they told him that 24 hour access was available ONLY with the payment of an additional $10 per month. This was NOT/is NOT stated on their web site which does say 24 hour access an I was NOT told of this additional charge when I rented the unit.Desired Settlement: I want 24 hour access as advertised without additional charge. I also want them to cease and desist in requiring the purchase of their lock and the charge for 24 hour access for ALL customers or for them to plainly and boldly list those requirements on their web page. It is impossible to make an informed decision when they have hidden requirements and hidden costs.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].

[redacted], our Executive Assistant for our Miami regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained the procedures of our 24-hour access feature that is available at some of our U-Haul storage locations. Although he viewed this feature on line, customers are given the option at the time they complete the contract. Ms. [redacted] also explained the reasoning and options for the diskus lock we require our storage customer to have on their unit. They can either be purchased at our U-Haul Center or at a local hardware store.

As we value Mr. [redacted] as a customer, Ms. [redacted] sent him a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

It is impossible to make an INFORMED decision regarding the selection of a storage unit when information is NOT clearly and concisely listed on the web page.The u-haul web pages clearly shows 24 hour access and there is NO mention of an additional charge.Also, there is NO mention of the requirement for a discus type lock.I did receive a call from U-haul and I was provided $50 in good will vouchers and that is great for me. However, the bottom line still is this information was not and is not made available on the web site, this information was not provided to me by the u-haul reservations center, and it was not provided by the storage facility personnel at the time of rental regarding the after hour charge.I initially called the U-Haul 80 customer service number and the lady that I spoke to there had to check on the additional service fee as she--as a U-haul customer service representative--had never heard of it.I could have rented cheaper from another facility who DID list their limitations on access hours on their web site as well as ALL cost associated with renting one of their units.U-haul NEEDS to fix their web site for all locations and provide immediate FULL disclosure of conditions and limitations.

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].

I’m sorry I failed to address the website issue Mr. [redacted] mentioned in his original objection. It is only through communication with our customers that we realize what programs are working and what areas need attention. I had forwarded the information Mr. [redacted] provided in his original letter and his recent letter to our storage group for further follow up. Please be assured his concerns will be taken into consideration for necessary changes if and where needed. We appreciate Mr. [redacted]’ feedback and hope he will allow U-Haul to serve him again in the future.

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I rented a truck that had a dolly attached, I rent an appliance dolly so I did not need the one in the back of the truck. A glass door broke upon moving, I swept the truck and then went and dropped off 1 more item and then swept the truck again. I had 2 other people with me when I swept the truck, 1 person was moving this dolly around for me to get the glass all swept up. I did the best I could with the dolly locked into place. I returned the truck to the overnight location, it had to be back by 7am, it was rented again. I got charged 25.00 for cleaning when I cleaned the truck myself with 2 witnesses. I cannot control the dolly that was in the truck and if I would have popped off the tie, I would have been charged. I want a refund of the cleaning fee.Desired Settlement: refund of the cleaning fee.

Business

Response:

November 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted]

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted]provided. She informed our office she sent Ms. [redacted]the following email:

Good morning, We have received and thank you for your feedback regarding your recent U-Haul moving experience. I have reviewed your contract details, and have issued you a credit in the amount of $25 for the Cleaning charge that was collected upon return of the equipment. U-Haul appreciates your patronage, and we apologize for the inconvenience. If I can be of further assistance, please feel free to contact this office directly ! Regards, Janet Kopper Executive Assistant U-Haul Co. of Sacto

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Shortly after moving to [redacted], I reserved (by giving my credit card number) a storage unit that was advertised as 8x6x6 for $84.95/month. I received a special $1/month rate for the first month.When I got into the Uhaul to sign my lease, I told the Representative that I did not need to view the storage unit because (mathematically speaking) a queen sized bed would fit in an 8x6x6 unit comfortably. She insisted that I look, and for this, I'm very, very grateful.The unit that she proceeded to show me was located in a back corner of the storage-unit-area, and it was in the shape of an obtuse triangle rather than rectangular. I realize that I never asked Uhaul to specify what shape the unit was, but I assumed that (with the dimensions being 8x6x6)anything less than 288 cubic feet would be noted.The Rep was apologetic, and showed me the other units that they had available. (And I appreciate her courtesy; I realize this was unlikely to be her fault.) I ended up going with 10x20 unit that cost $144/month with the same 1st month special.The part of my experience that really upset me was: this felt like a 'Bait & Switch' to me. The unit I reserved initially shouldn't have been advertised with the dimensions that it was, but I'm frustrated because I stopped shopping around early in the day because I had already made a reservation. I COULD have found the size that I needed for close to (if not the same) price had I kept looking. I feel like Uhaul used a good price on a unit they should have been aware had funky dimensions to get me in the front door and then offered me a unit that was near double the cost- suspecting that at the end of the day, after moving my entire estate cross country, I'd just agree to anything they presented.All this being said, the $1 for the first month helps a lot. If I decide to break my lease prior to next month- then no big deal. However, while I had budgeted to leave my things in storage for several months if need be, I will not be able to at $144.

Product_Or_Service: Storage Unit

Order_Number: Storage Reservation

Account_Number: Storage ReservationDesired Settlement: DesiredSettlementID: Refund

I spent over $700 at Uhaul getting to [redacted]. Their truck/dolly/and moving supply services have been fantastic; I don't want free money or anything like that.What I would like is for Uhaul to honor the $85/month rate that I signed on for should I leave my things in storage for longer than 30 days. As I said before, the Bait & Switch did not change my Day 1 Costs because of the 1st month special.

Business

Response:

August 22, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].Constance Turner, our Storage Manager for our [redacted] Regional Office, followed up on the information [redacted] provided and sent him the following email in response:[redacted] I tried reaching you earlier at the phone number you provided as contact. I received an email in regards to a concern that you have with a storage account at U-Haul Moving & Storage of [redacted]. I reviewed your account and I did notice that you placed an order for an 8x6x6 using on July 28, 2014. We regret and understand that you were upset with the requested sized not being available. It's unfortunate that this occurred, however we did accommodate you with a unit(8x8x6), which is 2 feet greater in width and greater in cost. I understand that you are seeking resolution to accommodate what you originally agreed upon. At this time there are no units available at [redacted] in the amount of $84.95 for an 8x6x6. Once a unit becomes available, I can arrange a date movers of your choice from [redacted] to move your items out of the current unit into an 8x6x6 storage space. The amount of the unit that you are currently occupying can not and will not be reduce to the unit size that you originally requested. If you wish to continue occupying the current space the rate will be $144.95 until further notice. Due to the miscommunication, we can grant an additional month free for unit 147. [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented a truck from Uhaul back on 10/30. My move-in was delayed because the owner ran into financing issues. All my stuff was already moved into the truck & the movers were already paid so I let Uhual know the situation & I would need the truck longer but I wasn't sure how long. I called in every day to extend my reservation & Uhaul charged my card $40/day. I let them know that I was staying in a Hotel & that I was going day by day until the closing got resolved or I found another place. Each [redacted]e I called in to extend the reservation they made it seem like I was causing them a hassle & were very unprofessional even though I was paying for it. I rented the biggest truck they had because the furniture is very expensive & we didn't want everything piled up on top of. It made more sense to keep extending the rental instead of putting it in storage while we waited because we didn't want the furniture damaged from extra moving & the movers were already paid for the move in. Since the truck was so large we needed to park it in different parking lots & moved the truck every night so it wouldn't be reported as abandoned. On 11/18 I got message that I needed to move the truck as [redacted] had called Uhaul. I went immediately after work to go pick up the truck & it was gone & Uhaul said they had to tow it with no notice or phone call to my boyfriend who was the 2nd # we left on file.We picked the truck back up & on 11/26 I parked the truck at 4am in a very large shared parking lot way in the back where no one parked. I called to extend my reservation before my existing reservation ended & was told they towed the truck with not even a single phone call to me or my boyfriend. On top of that they charged me for movers and moved my stuff into storage without my permission & damaged my expensive furniture by piling it up. They fraudulently charged my card a total of $1,353 & caused me to lose the money I paid my movers because I had to cancel on them due to this. The GM was supposed to call & still hasn't.Desired Settlement: 1. My charges refunded as the money I lost with having to cancel with my movers, now pay movers twice & the money I've had to pay for a short term rental due to this issue has far exceeded what they charged me. 2. Any furniture that was damaged to be replaced or paid for3. A written explanation why I wasn't even given a courtesy call before they decided to move my stuff into storage and charge me without my permission4. The GM [redacted] disciplined for fraudulent & unprofessional acts

Business

Response:

December 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: 7[redacted]

Thank you for your concern for our customer Ms. [redacted].

[redacted], our President for our Phoenix Metro Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he has corresponded with Ms. [redacted] by email and responded with his resolution to each of her questions. Along with waiving the $216 charge to unload the truck, he also would like to waive the fuel fee of $105.50. As we value Ms. [redacted] as a customer, Mr. [redacted] offered her a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. He requested she advise him of what credit card he can issue the refund to as well as the email address to send the VIP Certificate. Mr. [redacted] offered his apology in his email to Ms. [redacted] and looks forward to hearing back from her soon.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: They wired my car for plug in trailer lights and now my car brake lights have stopped workingDesired Settlement: Refund my money remove their wiring and restore my brake lights to my 89 [redacted]

Business

Response:

April 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

[redacted], our President for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he has been in contact with Mr. [redacted] and is currently working on making things right with him.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: UHaul advertises a free month of storage when renting a one-way truck. At the time of reserving my truck, less than a week before moving, I asked about a specific storage unit and if it would qualify for the free month of storage even though it was not a UHaul facility. The rep at the store told me that it would and that all I needed to do was show them my paperwork when I got there. I made my reservation for storage and put a deposit down. When I picked up the truck, they gave me a rate for dropping my truck off in [redacted], MO. I explained that I was moving to [redacted], which is about 20 miles south of [redacted] and the UHaul rep told me it would be fine to drop off my truck in [redacted]. The day that I was loading my truck, I called the storage place to make sure everything was good with them for me to get there the next day. They explained that they are only an affiliate of UHaul and they do not honor their specials. I stopped packing and went to UHaul and the same person that told me that storage place qualified was there as well as the manager. He stated he remembered telling me that when I made my reservation and said he was just trying to help me out. [redacted], the manager, took several minutes to find the fine print on the website that states that it must be a UHaul facility. He said he sympathized with me but there was nothing else he could do. He gave me a UHaul number to call and said maybe they could help me. They said I had to file a formal complaint and [redacted] would have to resolve it. By the time UHaul took my complaint, my things were already in storage. Nobody contacted me back, I had to initiate the conversation with [redacted] at which time he accused me of lying and falsifying information about what was said. I called corporate UHaul back and explained I couldn't talk to [redacted] and that he was very unprofessional. One week ago I was guaranteed to get a call back within the week from an executive to help resolve this, which I never got.Desired Settlement: All I want is to be reimbursed for one month of storage since I was given incorrect information by a UHaul rep. They have the absolute WORST customer service. When you try filing a complaint with them, they guarantee that they'll call you back and then they never do. I have never been talked to as unprofessionally as I was by [redacted], the manager. He made this a personal issue by attacking my character and calling me a liar. I believe I deserve the reimbursement after all they have put me through.

Business

Response:

June 26, 2012

Thank you for your concern for our customer Mr. [redacted].

Mr. [redacted], our Executive Assistant for the U-Haul Company of Memphis, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for $50.00 to help offset the inconvenience and confusion he experienced. The refund was credited back to Mr. [redacted]'s Master Card account and should post on his next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: My family purchased a one way rental of a 6 X 12' tow trailer for transporting furniture and household goods from [redacted] to [redacted]. When we began to unpack the trailer we noticed that a marble tabletop for a coffee table was broken in three places/cracked and the wooden stand for the matching end table was cracked and broken as well. (in a different part of the trailer). There was no shifting of those contents and they were packed EXTREMELY well with moving blankets/ pillows/cushions-but there were rough road conditions in [redacted] where the trailer was hard to control and required us to pull over. Out of the entire trailer, these were the only two items damaged. We returned the trailer two days early, asked the gentleman about it and he gave us the RepWest number and said they would take care of it. My initial call occurred on May 10th and it is now June 19th when I finally received a connecting call from a Representative. She did call 2 other times and leave a message, but I had left in excess of 4 calls, 1 call to the supervisor because I hadn't heard back and I still haven't heard from the supervisor. Ms. [redacted] states that the only way a claim is paid is if the vehicle and trailer are involved in an accident that causes damages, but nowhere on the website OR on the documentation does it say that this is only for accidents. It talks about improper packing and shifting, which would OBVIOUSLY occur in an accident! So I am sitting here with a broken tabletop and a broken base that will cost approximately $350-$400 to repair (not even replace) and they are neglecting to cover it. I am aware that there is a $100 deductible and I was fine with that. When I called Uhaul to reserve the trailer, they said insurance for safe tow was for ANY damages that occur on the drive back to MN. My car insurance covers damage in an accident and in that case I would have NEVER purchased the coverage if I hadn't been told that it covered transport damage-by more than one Uhaul representative.Desired Settlement: $300 to cover repair of the table minus the $100 deductible. Item 7 in the contract states "Provides protection for Customer's vehicle being towed, personal contents in towed vehicle and contents in towed Trailer". Nowhere does it state that an accident must occur in order to utilize the contract benefits, except if you are in a rented truck. For the trailer, it is covered according to the contract. I asked where it stated coverage only in an accident, and she couldn't tell me where.

Business

Response:

June 22, 2012

Thank you for your concern for our customer Ms. Consumer.

Mr. [redacted], our President for the U-Haul Company of Montana, followed up on the information Ms. Consumer provided. He spoke to Ms. Consumer and advised her of a refund for $200.00.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Check fields!

Write a review of U-Haul International, Inc.

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by adding a photo

U-Haul International, Inc. Rating

Overall satisfaction rating

Description: Truck Rent & Lease, Storage Units - Household & Commercial, Storage Units - Portable, Moving Assistance - Packing, Unpacking, Organizing, Gas - Propane, Truck Equipment & Parts, Packaging Service, Trailer Hitches

Address: 2701 N. Reynolds Road, Toledo, Ohio, United States, 43615

Phone:

+1 (870) 932-6891
+1 (417) 839-6080
+1 (478) 757-4969
+1 (419) 536-9253
+1 (800) 986-3667
+1 (727) 799-9922
Show more...

Website:

www.jonesborooverheaddoor.com


Add contact information for U-Haul International, Inc.

A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated